{"id":4560,"date":"2019-01-28T14:27:22","date_gmt":"2019-01-28T14:27:22","guid":{"rendered":"http:\/\/balconistasa.com\/?p=4560"},"modified":"2019-01-28T14:27:22","modified_gmt":"2019-01-28T14:27:22","slug":"voce-sabe-o-que-e-customer-success","status":"publish","type":"post","link":"https:\/\/balconistasa.com\/?p=4560","title":{"rendered":"Voc\u00ea sabe o que \u00e9 Customer Success?"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">Muitos o chamam de \u201csuporte com nome bonito\u201d. Mas, na verdade, esse \u00e9 o nome do setor que mudar\u00e1 a forma do varejo trabalhar. Desenvolvido pelas empresas de SaaS (Software como Servi\u00e7o), o Customer Success \u00e9 um departamento inteiramente dedicado ao consumidor e a sua experi\u00eancia junto a empresa, garantindo assim que a satisfa\u00e7\u00e3o do p\u00fablico seja sempre a melhor poss\u00edvel. <\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Mas como o Customer Success funciona?&nbsp; <\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Garantir a satisfa\u00e7\u00e3o do cliente \u00e9 um trabalho que inicia desde o plano de marketing (seja ele <em>Inbound<\/em> ou <em>Outbound<\/em>) e continua at\u00e9 a etapa de p\u00f3s-venda. Isso porque as estrat\u00e9gias do departamento podem estar presentes tanto no per\u00edodo de teste de algum produto\/servi\u00e7o, quanto numa demonstra\u00e7\u00e3o. <\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Ainda assim, um dos principais focos do Customer Sucess \u00e9 garantir uma experi\u00eancia t\u00e3o satisfat\u00f3ria que esses clientes mantenham por anos um relacionamento com a empresa. O motivo: clientes fi\u00e9is geram receitas bem maiores que novos clientes. Ali\u00e1s, foi a partir dessa constata\u00e7\u00e3o que o departamento foi criado. <\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/balconistasa.com\/wp-content\/uploads\/2021\/08\/0000_FIDELIZAR-1024x683.jpg\" alt=\"\" class=\"wp-image-4562\"\/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">Quando as empresas de SaaS constataram o maior retorno por clientes de longa data, elas entenderam que precisavam cultivar o melhor relacionamento ao lado deles. Assim, a ess\u00eancia do Customer Success se consolidou na oferta do melhor atendimento e experi\u00eancia poss\u00edvel. <\/p>\n\n\n\n<p class=\"wp-block-paragraph\">A estrat\u00e9gia apresentada pelas empresas de SaaS logo surpreendeu o mundo empresarial, que por sua vez percebeu que com o mesmo esfor\u00e7o para conquistar um novo cliente, poderia reter 7. Ai nasceu o objetivo de manter os clientes por mais tempo, retendo consequentemente mais receita. O resultado: um investimento 7x mais barato. <\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Os 3 pilares do\nCustomer Success<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Engajamento: <\/strong>fa\u00e7a com que o cliente alcance o objetivo desejado quando o buscou para uma solu\u00e7\u00e3o. Mantenha-o conectado a sua empresa para uma experi\u00eancia continua. Analise os indicadores de engajamento do usu\u00e1rio e monitore esses dados continuamente.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Churn: <\/strong>essa \u00e9 uma\nm\u00e9trica que indica o n\u00famero de clientes que uma empresa perde no per\u00edodo de um\nm\u00eas. Neste caso, \u00e9 preciso antecipar o Churn. Quanto mais conseguir antecipar,\nmaiores ser\u00e3o ao chances de reter e engajar os usu\u00e1rios.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>M\u00e9tricas: <\/strong>na \u00e1rea\nde CS existem uma s\u00e9rie de indicadores que precisam ser analisados\ncontinuamente. Entre os indicadores essenciais, est\u00e3o o Net Promot Score (NPS),\nque analisa a probabilidade de clientes indicarem a sua empresa para algu\u00e9m\nconhecido, e o Health Score, que avalia a boa rela\u00e7\u00e3o do cliente para com a\nempresa. <\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Com essa informa\u00e7\u00f5es, chegou a hora de investir no Customer Success da sua pr\u00f3pria empresa. Crie o departamento, siga os pilares e alcance os resultados. <\/p>\n","protected":false},"excerpt":{"rendered":"<p>Descubra o novo departamento que mudar\u00e1 a forma do varejo trabalhar<\/p>\n","protected":false},"author":1,"featured_media":4561,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[87],"tags":[887,888,889],"class_list":["post-4560","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-em-pauta","tag-clientes","tag-customer","tag-customer-success"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Voc\u00ea sabe o que \u00e9 Customer Success? - Balconista<\/title>\n<meta name=\"description\" content=\"Muitos o chamam de \u201csuporte com nome bonito\u201d. Mas na verdade, esse \u00e9 o nome do setor que mudar\u00e1 a forma do varejo trabalhar. 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